Jessele Olliber Balibat

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Customer Service Team Leader

SMS Cleaning Services

Nov 2023 - May 2024 (7 months)

Began as a Customer Service Representative managing client inquiries, scheduling, and accounts, and advanced to Team Leader through strong performance. Supervise daily operations, delegate tasks, and train agents to improve communication and service quality. Collaborate with management to enhance procedures, foster teamwork, and ensure high client satisfaction and retention.

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Sales Officer

Al Bab Al Abyad Documents Clearing Services

Nov 2023 - May 2024 (7 months)

Manage end-to-end visa and employment processing for clients, including document preparation, government coordination, and application tracking. Oversee social media marketing and lead generation via Facebook and Instagram, follow up with leads, schedule consultations, and close deals to drive client satisfaction and boost monthly sales.

Customer Service Team Leader

TTEC

Jun 2021 - Jul 2022 (1 year 2 months)

Began as a Customer Service Representative for T-Mobile, assisting customers with billing, device, and account concerns before advancing to Team Leader. Lead a team of agents, monitor KPIs, and provide coaching to improve performance and service quality. Collaborate with QA and operations teams, handle escalations, and ensure timely issue resolution to maintain high customer satisfaction and team morale.

Healthcare Customer Service Representative

TTEC

Jun 2021 - Jul 2022 (1 year 2 months)

Assisted patients with COVID-19 testing and vaccination scheduling, verifying information, and explaining procedures with clarity and empathy. Managed rescheduling, cancellations, and follow-up inquiries while maintaining HIPAA compliance and accurate records in the CVS system. Provided calm, professional service during high-demand periods to support public health efforts and ensure smooth access to care.

Customer Service Representative

iQor

Oct 2020 - Dec 2020 (3 months)

Assisted Sprint customers with billing, account updates, and technical support for mobile devices and network issues. Handled troubleshooting, payments, and plan changes while maintaining accuracy and professionalism. Managed high call volumes, met performance targets, and ensured customer satisfaction through efficient issue resolution and clear communication.

Virtual Assistant

Cyberbacker Careers

Jan 2019 - Oct 2020 (1 year 10 months)

Provide executive and administrative support by managing calendars, scheduling meetings, and handling email correspondence. Maintain CRM databases, prepare reports and presentations, and coordinate virtual meetings. Conduct research, organize files, and arrange travel or client gifts to ensure efficient operations and help clients stay organized and productive.

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Massage Therapist

Myalgia Therapeutic Massage Center

Jan 2018 - Dec 2018 (1 year)

Provide customized therapeutic massage for pain relief and relaxation. Educate clients on self-care and maintain a professional, calming environment. Manage scheduling and promote wellness services to encourage repeat visits.

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Customer Service Operations Manager

Sky Solar Energy

Aug 2015 - Nov 2017 (2 years 4 months)

Lead a customer service team supporting solar panel sales from inquiry to installation. Manage appointments, CRM updates, and escalations while coordinating with sales and technical teams to ensure smooth project flow. Train agents, monitor performance metrics, and streamline processes to enhance efficiency, boost customer satisfaction, and drive referrals.

Customer Service Representative

Sutherland Global Services

Sep 2014 - May 2015 (9 months)

Handle customer inquiries for Amazon orders via phone, chat, and email, resolving issues related to tracking, returns, and billing. Maintain accurate case notes, meet performance targets, and ensure a smooth, positive customer experience even during peak seasons.

Jessele Olliber Balibat

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